exceptional customer service training

Exceptional Customer Service Training

FlyBeyond Consulting Ltd

Outline

Introduction Dealing with Displeased Customers Steps to Problem Solving Service Pride Being Assertive

FlyBeyond Consulting Ltd

“Your most unhappy customers are your greatest source of

learning”

Bill Gates

FlyBeyond Consulting Ltd

What Customers Expect from YOU

SERVICE VALUE FOR THIER MONEY RESPECT GIVE ATTENTION VALUE THEM TREAT THEM LIKE KINGS AND QUEENS

FlyBeyond Consulting Ltd

Why Customer become Difficult

FlyBeyond Consulting Ltd

Managing Displeased Customer

FlyBeyond Consulting Ltd

Deal with the person’s FEELINGSApologize

FlyBeyond Consulting Ltd

Put yourself in customer’s ShoesShow Empathy

FlyBeyond Consulting Ltd

Don’t be DefensiveIt doesn’t matter if you are right or wrong

Listen

FlyBeyond Consulting Ltd

Ask QuestionsThis will help you understand customers feelingSummarize what customer said just to be sure you get customer

correctlyFind out exactly what the customer wants

FlyBeyond Consulting Ltd

Suggest a SolutionDon’t over promise.

Ask customer if pleased with your suggestion before you go ahead

FlyBeyond Consulting Ltd

Service Pride

Building team spirit by creating good working environment where every employees feel great about the job and about themselves.

FlyBeyond Consulting Ltd

• Building Service Pride

• Staff Motivation• Encourage staff interaction• Training• Culture integration• Increase Staff responsibility

FlyBeyond Consulting Ltd

• Pride in Service

Pride in Service to me means taking personal pride in my work and to help my customers by solving problems and being a good business

partner to them, in any way possible.“

Tom Johnson, Interstate Companies

FlyBeyond Consulting Ltd

• Pride in Service

"See the guy who just walked in needing your help? He’s the one who writes and signs our paychecks. Better see

what we can do for him."Nick Clawson, Interstate Companies

FlyBeyond Consulting Ltd

• Pride in Service

"Pride in service means finding our success in the success of our customers."

David Hunt,

FlyBeyond Consulting Ltd

Being Assertive

Being assertive is usually viewed as a healthier communication style. Being assertive offers many benefits. It helps you keep people from walking all over you. On the flip side, it can also help you from steamrolling others.

FlyBeyond Consulting Ltd

Gain Confidence and self-esteemCreate win-win situationEarn respect from othersCreate honest relationshipImprove decision making skills

Benefits

FlyBeyond Consulting Ltd

Understand yourselfUse ‘I’ statementsPractice saying noUse body languageMaster emotion controls

Becoming assertive- DIY

FlyBeyond Consulting Ltd

CLOSING

“Customers don’t expect you to be perfect. They do expect you to fix things

when they go wrong.” ~ Donald Porter

FlyBeyond Consulting Ltd

Questions and Answers